Refund & Return Policy

Last Updated: [Insert Date]  TEST DEMO ONLY

This Refund & Return Policy (“Policy”) applies to all purchases made on the [App/Platform Name] Multivendor Halal Grocery Marketplace. Because we operate as a marketplace and do not own or control vendor inventory, refunds and returns may vary depending on the Vendor. This Policy outlines the general rules and the marketplace-wide standards.

1. General Policy Overview

• Each Vendor on the Platform may have their own refund and return rules. These will be displayed in their store profile or product listings.
• Users should review vendor-specific policies before placing an order.
• The Platform may step in to mediate disputes, but final approval may depend on the Vendor and evidence provided.

2. Non-Returnable & Non-Refundable Items

Due to the nature of grocery and halal food products, certain items are not eligible for return or refund, including:

• Fresh produce (meat, vegetables, fruits, dairy products)
• Frozen or temperature-controlled items
• Items opened, consumed, or not in original condition
• Items with tampered seals or damaged packaging after delivery
• Perishable goods past their expiration or safe usage date
• Items sold as “final sale”

3. Refund or Return Eligibility

A User may request a refund or return if:

3.1 Damaged or Defective Products

If products arrive damaged, spoiled, expired, or defective, the User must:

• Report the issue within 24 hours of delivery
• Provide clear photos/videos as evidence
• Keep the product until the Vendor or Platform confirms the next steps

3.2 Incorrect Items

Refunds/returns may be granted if the User receives:

• The wrong product
• Missing items
• Items not matching the product description

Report within 24–48 hours with evidence.

3.3 Order Not Delivered

Users may request a refund if:

• The Vendor or courier fails to deliver the order
• The order is marked “delivered” but the User did not receive it (subject to investigation)

4. Process for Requesting a Refund or Return

1. Open the Orders section in the app.
2. Select the order and tap “Report Issue” or “Request Refund.”
3. Provide required details and upload evidence.
4. The Vendor will review the request.
5. If the Vendor does not respond, the Platform may intervene.

Processing time may vary between 2–7 business days, depending on Vendor response and investigation.

5. Vendor Responsibilities

Vendors must:

• Respond to refund/return requests within the specified timeframe
• Replace, refund, or resolve legitimate issues
• Provide correct product descriptions and ensure halal compliance
• Adhere to local consumer protection laws

Failure to comply can result in penalties, withheld payouts, or account suspension.

6. Platform Responsibilities

While the Platform does not manufacture or ship products, we may:

• Facilitate dispute resolution
• Issue refunds in cases where Vendors are unresponsive or negligent
• Monitor Vendor behavior and enforce compliance

The Platform reserves the right to make the final decision in disputes.

7. Refund Method & Timeline

Approved refunds will be processed through the same payment method used during purchase.
Typical refund timeline:

• Digital wallet/credit/debit card: 3–10 business days
• Bank transfer (if applicable): 3–14 business days

Processing time may vary depending on your bank or payment provider.

8. Order Cancellation Policy

8.1 User Cancellations

Users may cancel an order before the Vendor accepts or begins preparing it.
Once preparation or delivery starts:

• Cancellation may not be possible.
• Refunds are not guaranteed.

8.2 Vendor Cancellations

Vendors may cancel due to:

• Stock shortages
• Delivery constraints
• Unexpected issues

In such cases, a full refund will be issued.

9. Fraudulent or Abusive Claims

We reserve the right to:

• Deny refund/return requests found to be fraudulent
• Suspend or terminate User accounts with repeated abusive claims
• Escalate serious cases to regulatory authorities if required

10. Changes to This Policy

We may update this Policy periodically. Continued use of the Platform implies acceptance of the latest version.

11. Contact Information

For questions or unresolved issues:
Email: [Insert Contact Email]
Phone: [Insert Phone Number]
Address: [Insert Business Address]